Verizon's Service Excellence in Florida Continues

First Quarter Measurements for Key Customer Services

Exceed State Standards Once Again



Apr 18, 2001, 01:00 ET from Verizon Communications

    TAMPA, Fla., April 18 /PRNewswire/ -- For 15 months in a row, Verizon
 Florida has exceeded the Florida Public Service Commission's service standards
 in four significant customer areas.  The latest results are for the company's
 performance in the first quarter.
     "The customer programs we began last year and our continued investments in
 the region's communications infrastructure are paying off," said John Ferrell,
 region president, operations, Verizon Florida.  "Delivering quality service is
 our top priority and our employees are committed to making sure that we
 provide it every day to every customer."
 
     Verizon Florida's results for January through March exceeded the
 commission's standards for service in the following areas:
     -- Orders installed in three days -- 97.4 percent (versus standard of
        90 percent),
     -- Out of service repaired in 24 hours -- 97.2 percent (versus standard
        of 95 percent),
     -- Customer Sales and Service Center answer time -- 95.1 percent of
        calls answered within 55 seconds (versus standard of 85 percent),
     -- Customer Response Center answer time -- 97.8 percent of calls answered
        within 55 seconds (versus standard of 95 percent).
 
     The company had similar strong results for last year when it exceeded the
 annual results posted by Sprint and Bell South.
     Verizon Florida's network serves 2.4 million customer lines in a
 six-county area.  The network covers 5,879 square miles and features digital
 switching technology and extensive deployment of fiber-optic cables.  Verizon
 averages 4nearly one million customer contacts per month, including orders for
 new service, repair requests and billing inquiries.
 
     Verizon Communications (NYSE:   VZ) is one of the world's leading providers
 of communications services.  Verizon companies are the largest providers of
 wireline and wireless communications in the United States, with nearly 109
 million access line equivalents and more than 27.5 million wireless customers.
 Verizon is also the largest directory publisher in the world.  A Fortune 10
 company with approximately 260,000 employees and more than $63 billion in
 annual revenues, Verizon's global presence extends to more than 40 countries
 in the Americas, Europe, Asia and the Pacific. For more information on
 Verizon, visit http://www.verizon.com.
 
     ON THE INTERNET: Verizon news releases, executive speeches and
 biographies, news media contacts and other information are available at
 Verizon's News Center on the World Wide Web (http://www.verizon.com/news).
 To receive news releases by email, visit the News Center and register for
 personalized automatic delivery of Verizon news releases.
 
 

SOURCE Verizon Communications
    TAMPA, Fla., April 18 /PRNewswire/ -- For 15 months in a row, Verizon
 Florida has exceeded the Florida Public Service Commission's service standards
 in four significant customer areas.  The latest results are for the company's
 performance in the first quarter.
     "The customer programs we began last year and our continued investments in
 the region's communications infrastructure are paying off," said John Ferrell,
 region president, operations, Verizon Florida.  "Delivering quality service is
 our top priority and our employees are committed to making sure that we
 provide it every day to every customer."
 
     Verizon Florida's results for January through March exceeded the
 commission's standards for service in the following areas:
     -- Orders installed in three days -- 97.4 percent (versus standard of
        90 percent),
     -- Out of service repaired in 24 hours -- 97.2 percent (versus standard
        of 95 percent),
     -- Customer Sales and Service Center answer time -- 95.1 percent of
        calls answered within 55 seconds (versus standard of 85 percent),
     -- Customer Response Center answer time -- 97.8 percent of calls answered
        within 55 seconds (versus standard of 95 percent).
 
     The company had similar strong results for last year when it exceeded the
 annual results posted by Sprint and Bell South.
     Verizon Florida's network serves 2.4 million customer lines in a
 six-county area.  The network covers 5,879 square miles and features digital
 switching technology and extensive deployment of fiber-optic cables.  Verizon
 averages 4nearly one million customer contacts per month, including orders for
 new service, repair requests and billing inquiries.
 
     Verizon Communications (NYSE:   VZ) is one of the world's leading providers
 of communications services.  Verizon companies are the largest providers of
 wireline and wireless communications in the United States, with nearly 109
 million access line equivalents and more than 27.5 million wireless customers.
 Verizon is also the largest directory publisher in the world.  A Fortune 10
 company with approximately 260,000 employees and more than $63 billion in
 annual revenues, Verizon's global presence extends to more than 40 countries
 in the Americas, Europe, Asia and the Pacific. For more information on
 Verizon, visit http://www.verizon.com.
 
     ON THE INTERNET: Verizon news releases, executive speeches and
 biographies, news media contacts and other information are available at
 Verizon's News Center on the World Wide Web (http://www.verizon.com/news).
 To receive news releases by email, visit the News Center and register for
 personalized automatic delivery of Verizon news releases.
 
 SOURCE  Verizon Communications

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